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Client Success Manager, Enterprise and Commercial Accounts, MSS

Dallas, TX
  • Expired: February 02, 2022. Applications are no longer accepted.

Client Success Manager, Enterprise and Commercial Accounts, MSS

Location: United States (Remote)

Note Special Language Requirement: Spanish proficiency required

Key Responsibilities

+ Lead and develop a team of MSS Client Success Managers (CSMs) to:

+ Drive service renewals through high client satisfaction and CSM enablement

+ Identify and position cross-sell and up-sell opportunities in partnership with Sales

+ Ensure a working feedback loop with BlueVoyant Product Management that is visible to our clients

+ Utilize monthly and quarterly business review cadence to ensure intentional and consistent client communication

+ Engage clients to participate in case studies and other marketing events

+ Serve as a strategic advisor with guidance on cybersecurity best practices and industry trends

+ Develop a partner relationship with clients as an advocate and close loop feedback provider

+ Track and enable further consumption and adoption of existing BlueVoyant services across the CS client base

+ Develop and maintain strong alignment and effective relationships with other BlueVoyant Functional Leaders to:

+ Ensure consistent quality of service delivery

+ Address escalated client issues and oversee client service improvement plans as appropriate

+ Provide input into definition and prioritization of client-driven capability improvements in partnership with Product Management

+ Identify and support improvement operational opportunities in partnership with our SOC teams

+ Participate in client communication activities, both drafting and sending communications and following up as appropriate

+ Track, advise and report on Client renewals, including adherence to processes and standards

+ Contribute to Client Success team's continuous improvement efforts, including but not limited to client-facing metrics and reports, professional development planning, critical process improvements, and brand building efforts

+ Contribute to and execute Client Success business plan for MSS clients in alignment with the strategy defined by the Head of Enterprise & Commercial Accounts

Expected Outcomes:

+ Achievement of E&C team revenue commitment objectives, inclusive of renewals, upsell and cross sell (targets to be determined)

+ Positive Client satisfaction scores for the E&C Accounts segment portfolio as measured by Net Promoter Score or like rating (targets to be determined)

+ Positive demonstrated MSS CSM performance across the E&C segment as reflected in quarterly and annual reviews

+ Positive peer reviews as measured by bi-annual and annual 360 reviews

+ Timely contributions to and effective stewardship of CS continuous improvement assignments as identified in the FY21 roadmap

+ Demonstrated professional and leadership development over time

Required Competencies

+ Excellent team leadership skills

+ Excellent coaching and professional development skills

+ Strong peer partnering skills

+ Above average written and verbal communication skills

+ Above average problem solving and conflict management abilities

+ Good attention to detail

+ Ability to anticipate client business drivers and risk tolerance and apply industry trends

+ Strong understanding of functional units of BV's business operations and strategy

+ Knowledge of intrusion detection / prevention systems and SIEM software

+ Good understanding of Managed Security Service, Third Party Risk and Threat Intelligence delivery processes

+ Knowledge of cyber security business products, industry trends, and best practices

+ Understanding of BlueVoyant differentiators and ability to communicate our value

+ Ability to identify, define and drive continuous improvement opportunities with CSM teams and leadership peers

+ Ability to thrive in a complex and rapidly changing environment

Preferred Qualifications

+ 3-6 years of hands-on technical client relationship management experience in managed security services

+ Security +, Network +, CISSP, and other relevant certifications preferred

+ Education

+ Bachelor's degree in Information Security or related industry experience

About BlueVoyant

At BlueVoyant, we recognize that effective cyber security requires active prevention and defense across both your organization and supply chain. Our proprietary data, analytics and technology, coupled with deep expertise, works as a force multiplier to secure your full ecosystem. Accuracy! Actionability! Timeliness! Scalability!

Led by CEO, Jim Rosenthal, BlueVoyant's highly skilled team includes former government cyber officials with extensive frontline experience in responding to advanced cyber threats on behalf of the National Security Agency, Federal Bureau of Investigation, Unit 8200 and GCHQ, together with private sector experts. BlueVoyant services utilize large real-time datasets with industry leading analytics and technologies.

Founded in 2017 by Fortune 500 executives, including Executive Chairman, Tom Glocer, and former Government cyber officials, BlueVoyant is headquartered in New York City and has offices in Maryland, Tel Aviv, San Francisco, London, Budapest and Latin America.

All employees must be authorized to work in the United States. BlueVoyant provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, BlueVoyant complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities.

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Dallas, TX
75219 USA



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